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Case Study
NatureWise Creates Customer
Engagement Platform Using Salesforce
Fast Growing Natural Supplement Provider Updates Infrastructure
to Support New Products and New Markets
Vital Statistics
Provider of Natural Supplements
Headquartered in Ashland, Oregon
http://www.naturewise.com
BACKGROUND
NatureWise is a natural supplement company committed to helping people live
longer, healthier lives. In addition to creating the finest quality natural supplements,
NatureWise has established a world-class customer service team that provides
Business Challenges
Current system was limiting NatureWise’s growth
New product lines were being introduced
personal,
one-to-one support to customers. NatureWise’s products help with weight
BACKGROUND
International business was growing rapidly
important health issues.
Customer engagement at mass scale was a
challenge
management, heart health, energy, immune system support and a variety of other
CHALLENGES
Reporting was disjointed and cumbersome
Solution
NatureWise provides a wide range of products available across several Internet-
Salesforce Sales Cloud was used to automate the
customer engagement process
needed a way to identify and engage deeply with customers to provide superior
Data model was set up to handle NatureWise’s
channel partners and to manage and automate the
customer communication and feedback process
based channels such as Amazon.com. As NatureWise sells through channels, it
one-to-one service.
The incumbent solution, Ontraport was beginning to be
outscaled by the growing business needs. It became increasingly challenging to
add new products and new territories while getting workflow support and cohesive
reporting. Engaging with customers via email and other digital means was also
limiting.
NatureWise needed a platform that better matched its need for deeper engagement
Benefits
Flexible data model enables the easy addition of
new products and new markets
with customers at a mass scale. With footprints in the United States, Canada,
Process automation enables customized but
scalable conversations with customers
world-class service.
Centralized dashboard reporting provides up to the
minute reporting on key metrics
Migration to a new system was needed in a tight timeframe. With such a large and
Scaled to support United States, Canada,
Germany, UK, France and future markets
Germany, United Kingdom and France, NatureWise needed to literally provide
growing customer base, everything had to be done as efficiently as possible and
with minimal disruption.
MondayCall is an official Salesforce.com consulting partner providing a wide range services to help
Salesforce.com customers at any stage of their lifecycle. With over 300 customers, MondayCall's team of
certified consultants and developers have the best practices experience, industry knowledge and
know-how to help any company get the most from their Salesforce.com investment.
Copyright © 2015
SOLUTION
NatureWise was new to the Salesforce platform but they recognized its power to model the
business now and scale for future needs. MondayCall was selected by NatureWise to design
and configure the system.
The MondayCall team first started by performing a discovery and design in order to
understand the key business drivers and to architect a system that best matched current and
future needs within the budget allocated. Key to the design was ensuring that the data model
was correct. This would ensure a strong base from which to grow from and to make reporting
more impactful.
MondayCall also designed and configured the system to support NatureWise’s sophisticated customer feedback model.
“Understanding the value that our customers are receiving from our products and helping them to spread the word is an important part of
our marketing,” said Dawn Duran from NatureWise. “There's no better marketing than our customers trying our products and sharing
their experience with others – we have a process that helps them do that.” MondayCall built a system that shepherds the feedback
process at mass scale – starting from emails and leads into the website. NatureWise team members engage with customers in conversa-
tions about their products. The conversation provides valuable feedback for the NatureWise team and through the strength of their
products and customer service, inspires customers to share their experiences with others.
BENEFITS
The system launch was smooth thanks to careful planning and leadership.
End-user training and support had been led by the
NatureWise team with support by MondayCall. Even though the NatureWIse team was new to Salesforce, MondayCall took the time to
make sure that the NatureWise team had the skills and knowledge to successfully own the solution.
Alf Kaech, the MondayCall team lead noted, “The NatureWise team understands the benefits of training and made the investment to train
their team using Salesforce University. In addition, MondayCall took the time to provide supplemental training and mentoring to the
NatureWise administrators and project leads which has paid dividends for the project. There were very few support calls post launch and
things have run smoothly.”
The NatureWise team has been able to scale their ability to have meaningful conversations with their customers. Mass customized emails
can be sent in seconds rather than in minutes, which enables more tailored messages to the right people and broader reach. Support for
additional languages also helps to manage the growing international customer base. Sophisticated dashboards and reports provide the
needed visibility all in one place so that they can run their business more efficiently.
In addition, the strongly designed base has opened up the possibility for NatureWise to take
further advantage of the Salesforce platform, including use of a marketing automation tool to
reach even more customers more efficiently. In addition, integrations into the website will help
provide tighter automation – all future projects on the roadmap that they are well positioned to
take advantage of.
“Every customer relationship is a journey and we want to have a conversation with as many of our
customers as possible,” said DavidPaul Doyle, CEO of NatureWise. “It helps us to understand
our customers better so that we can improve our current products and introduce new products to
help them live longer, healthier lives. “
MondayCall is an official Salesforce.com consulting partner providing a wide range services to help
Salesforce.com customers at any stage of their lifecycle. With over 300 customers, MondayCall's team of
certified consultants and developers have the best practices experience, industry knowledge and
[email protected]
know-how to help any company get the most from their Salesforce.com investment.
www.mondaycall.com
Copyright © 2015